Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Steph Schaeffer

Allentown,PA

Summary

Experienced transportation professional and skilled trainer with expertise in overseeing classes, updating materials and collaborating with drivers to deliver exceptional training. Proven communication, organizational and planning abilities combined with a resourceful nature and remarkable work ethic.

Overview

2
2
years of professional experience

Work History

Interim Driver Trainer

Amazon
Bethlehem, PA
08.2023 - Current
  • Introduced new driver trainees to automobile fundamentals and basic electromechanical operation of vehicle.
  • Inspected vehicles' condition, supplies and equipment before and after trips
  • Coached drivers on proper communication techniques when interacting with customers.
  • Provided instruction and guidance to new drivers on safe driving techniques, vehicle operation, customer service, and delivery procedures.
  • Promoted positive customer service by delivering on-time shipments and fully resolving issues.
  • Conducted classroom and behind-the-wheel training for driver candidates.
  • Explained and showed video images to teach emergency driving techniques, driving in ice and snow and avoiding collisions.
  • Offered informal tips and encouragement to new, nervous driver trainees to support driving confidence and success.
  • Led students through parallel parking and other parking configurations in parking lot without other traffic.
  • Evaluated driver performance during road tests to ensure compliance with company standards.
  • Served as a mentor for new employees, providing advice and support throughout their onboarding process.
  • Taught practical, safe driving practices in classroom and via videos before having students drive.

Sort Associate

Amazon
Bethlehem, PA
11.2022 - 08.2023
  • Notified supervisors or other relevant personnel of test or production issues.
  • Identified production concerns and worked with supervisors to understand and remedy situations.
  • Cross-trained in other departments within the store as needed for coverage during peak periods.
  • Operated machines to sort, move and box items for customers.
  • Inspected items while sorting to meet criteria and maintain established rate per man hour.
  • Monitored package flow throughout the facility and made adjustments as necessary.
  • Followed established procedures to handle hazardous material safely.
  • Continuously monitored work area for potential safety hazards or violations.
  • Reported any damaged shipments immediately to supervisor.
  • Handled undeliverable mail in accordance with established procedures.
  • Communicated effectively with supervisors regarding progress updates on assigned tasks.
  • Sorted and placed materials or items on racks, shelves, or bins for transport to recipient or destination.
  • Inspected packages for damage or incorrect labeling prior to sorting.
  • Organized packages into designated containers for delivery.
  • Utilized factors such as package shape and final destination to sort into correct bins for delivery.
  • Provided support during peak periods by working extended shifts when required.
  • Met demanding performance targets by working efficiently and backing up fulfillment team members.
  • Met daily productivity goals set by management team.
  • Collaborated with others to discuss new opportunities.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Understood and followed oral and written directions.
  • Completed day-to-day duties accurately and efficiently.
  • Maintained updated knowledge through continuing education and advanced training.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Customer Service Specialist

Best Buy
Quakertown, PA
09.2021 - 10.2022
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
  • Consulted with customers to resolve service and billing issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Educated customers on special pricing opportunities and company offerings.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Researched complex issues raised by customers, identified solutions, and provided timely responses.
  • Answered incoming customer inquiries regarding product and service information.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Developed strong customer relationships to encourage repeat business.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Improved customer service wait times to mitigate complaints.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Set up and activated customer accounts.
  • Assisted customers with account maintenance such as resetting passwords and updating contact information.
  • Developed strategies for improving customer service processes based on feedback from customers and team members.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Excelled in exceeding daily credit card application goals.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Processed returns, refunds, exchanges according to company policies and procedures.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Understood and followed oral and written directions.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Recognized by management for providing exceptional customer service.

Education

High School Diploma -

Quakertown Community High School
Quakertown, PA
06-2021

Skills

  • Safe Driving Techniques
  • Student Assessment
  • Classroom Instruction
  • Observing Performance
  • Accident Prevention
  • Vehicle Inspection
  • Customer Service
  • Multitasking
  • Dependability and Honesty
  • Safe Driving Practices
  • Communication
  • Problem solving
  • Leadership
  • Computer skills
  • Adaptability
  • Teamwork
  • Work ethic
  • Organizational skills
  • Active listening

Timeline

Interim Driver Trainer

Amazon
08.2023 - Current

Sort Associate

Amazon
11.2022 - 08.2023

Customer Service Specialist

Best Buy
09.2021 - 10.2022

High School Diploma -

Quakertown Community High School

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Steph Schaeffer